Australian public services ꟷ trust and satisfaction

Results from the national Survey of Trust in Australian public services will now be made available in a new, detailed annual report. The Australian Government announced this in October 2022.

Transparency of community feedback supports improved performance and responsiveness by agencies and the wider Australian Public Service reform priority to put people and businesses at the centre of policy and services.

The Trust in Australian public services: 2023 Annual Report communicates survey results on public trust and satisfaction with Australian public services for July 2022 to June 2023. Services include those delivered by agencies such as the Australian Electoral Commission, Australian Taxation Office, National Disability Insurance Agency and Services Australia. The survey is based on 12 monthly survey waves of approximately 1,000 people each.

In 2022–23, levels of trust in Australian public services remained stable, with 61% of survey respondents indicating they ‘strongly trust’, ‘trust’ or ‘somewhat trust’ these services (Figure 1.1). Distrust also remained stable at 18%.

Figure 1.1: Trust in Australian public services (2018–19 to 2022–23)

A line graph showing the levels of surveyed trust and distrust in Australian public services from 2018–19 to 2022–23. The level of trust peaked during 2020–21 at 64.4% and was at 61.0% in 2022–23. The level of distrust was lowest during 2020–21 at 15.1% and was at 18.0% in 2022–23.

Source: Trust in Australian public services: 2023 Annual Report

In 2022–23:

  • people in regional areas continued to trust services less (55%) than those in metro areas (63%)
  • trust by gender remained steady at 57% for women and 65% for men
  • 65% of people aged 18-34 reported that they trust public services, a higher proportion than people aged 35-64 (58%). 68% of people aged 65+ reported that they trust public services
  • migrants continued to trust Australian public services more (67%) than those born in Australia (60%).

This report found that 72% of survey respondents are satisfied and getting what they need from Australian public services (Figure 1.2). This is a small decrease from 73% in the previous year, but still higher than before the pandemic.

Figure 1.2: Satisfaction with Australian public services (2018–19 to 2022–23)

A line graph showing the levels of surveyed satisfaction and dissatisfaction in Australian public services from 2018–19 to 2022–23. The level of satisfaction peaked during 2020–21 at 75.5% and was at 71.7% in 2022–23. The level of dissatisfaction was highest in 2018–19 at 17.2% and was at 12.9% in 2022–23.

Source: Trust in Australian public services: 2023 Annual Report

In 2022–23:

  • the satisfaction with services gap by gender fell to 1 percentage point (72% for men, 71% for women)
  • more people aged 65 and over (81%) were satisfied with public services than other ages (70% of respondents aged 18-34 and 35-64 reported satisfaction).

In 2023, the Australian Government expanded its commitment to monitoring public trust by conducting a Survey of Trust in Australian democracy. It was completed in June using a representative sample of 5,000 Australians, and measured trust and satisfaction with a range of public institutions and processes. Results will be available later in 2023.

The Australian Government commissioned the Organisation for Economic Co-operation and Development (OECD) to conduct a country study in Australia on drivers of public trust. The OECD will conduct knowledge-sharing activities with Australia and analysis of cross-national OECD Trust Survey results. The OECD will ultimately deliver a report with targeted recommendations on how Australia can build higher trust in public institutions. Australia will use OECD recommendations to inform areas of focus so public institutions are meeting people’s needs.

More detailed trust and satisfaction in Australian public services survey results by demographic group, and APS agency, are listed under ‘See also’ on this page.

See also

Agency benchmarking – Trust and satisfaction with Australian public services, State of the Service Report 2022–23.

Operating context – Luxembourg Declaration on Building Trust and Reinforcing Democracy, State of the Service Report 2022–23.

Australian Public Service Commission (n.d.) Trust in Australian public services: 2023 Annual Report, APSC website, https://www.apsreform.gov.au/resources/reports/trust-australian-public-services-2023-

Australian Government (n.d) Trust in Australian public services: dashboard of survey results, APS Reform website, https://www.apsreform.gov.au/research/trust-in-australian-public-services/dashboard-of-survey-results, accessed 5 October 2023.

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